Student Services Assistant Jobs

About English Path:

English Path is the fast growing school group in the world with five schools in the UK; London Greenford, London Canary Wharf, Manchester, Leeds and Birmingham as well as schools in Malta, Dubai and Toronto with more locations opening soon. EP is unique in that it offers its international students the chance to mix with UK students thanks to its positioning on university style campuses with higher education sister company, Global Banking School. Both organizations are part of Global Education Group. Find out more here: www.englishpath.com and www.gedu.global

Mission:

To provide high-quality, motivating English courses that stimulate and challenge students so they can learn, grow, and excel.

Vision:

To change lives through education that makes a fundamental difference to living standards and access to learning.

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Role Purpose:

The Student Services Assistant is a customer-service role that represents the first point of contact for students when they arrive. A member of the Student Services team is available at all times for current or prospective students with general enquiries. Working with the student services team across all sites, you will be responsible for seeking out areas where the school could improve on its service delivery proposition and driving and implementing change.

Roles and Responsibilities:

Student Satisfaction:

• Remain available throughout the day for questions from students regarding their courses, accommodation, and general wellbeing.
• Ensure student feedback is obtained and acted upon in order to maintain the highest levels of satisfaction.
• Meet and greet new students on their first day as part of their school orientation program.
• Help to manage problems or complaints efficiently and effectively with support from the wider student services team.
• Manage post-arrival service issues and liaise with EP head office team as appropriate.
• Offer responses to students in a timely and helpful manner.
• Actively assess and monitor the impact of Student Services across the school, making constant improvements based on feedback and anticipated changes in the market.
• Promote a customer service focused culture across the school which results in student satisfaction and retention.

General Administration:

• Enrolls walk in students for their school onto the CRM.
• Assist other administrative colleagues in collecting student attendance data, communicating with absentees and keeping the school’s system up to date with all student information.
• Respond to walk-in and locally received telephone enquiries in reception.
• Ensure service level agreements are met at all times, both internally and externally.
• Deal with visitors or guests as and when required as per the school’s policy.
• Develop a sound working knowledge of the company database, following the policies and processes set out.

General Administration:

• Take part in the weekly emergency phone Rota.
• Assist other administrative colleagues in collecting student attendance data, communicating with absentees, and keeping the school’s system up to date with all student information.
• Develop a sound working knowledge of the company database, following the policies and processes.
• Check that students have valid ID cards & visas where applicable.
• Ensure that all students have up-to-date contact details, immigration records and a suitable visa to legally study at the school, that all student documents are scanned and uploaded, and all passport and visa information is inputted.
• Update and maintain the school database with student details.
• Prepare welcome packs for new students.
• Deal with visitors or guests as and when required as per the school’s policy.
• Assist with all accommodation duties as required.

Activity Program:

• Ensure communication about weekly events is clear and concise.
• Work with the Student Services Officer to ensure a full week of fun engaging activities are planned.
• Attend some social program events. Note: Some evening and weekend work may be required during busy periods.

Essential Skills and Experience:

• Ability to find and present solutions to achieve customer satisfaction
• Ability to demonstrate international and cultural sensitivities
• Accuracy, attention to detail and a methodical approach
• Relevant experience within the Education sector (desirable)
• Professional telephone manner combined with a high level of spoken and written English
• Experience working in a Customer Service role (desirable)
• Excellent team worker with the ability to negotiate and compromise
• Fluent in English (essential) and another language (desirable)
• Good working knowledge of Microsoft Office packages
• Excellent communication skills
• Excellent administrative and organizational skills

We are looking for people with the following behavior's and attributes:

• Professional appearance
• Communicate proactively.
• Confident, enthusiastic, empathetic, and friendly
• Approachable and friendly manner
• Are active listeners
• Takes ownership
• Flexible with a positive ‘can do’ attitude
• Are respectful and value students, parents, and other customers

Benefits:

• Continued Professional development opportunities
• Career advancing opportunities
• Access to mental health support and advice

Other Information:

The Student Services Officer will also be expected to demonstrate their commitment:

• To their Health and Safety responsibilities to ensure their contribution to a safe and secure working environment for staff, students, and other visitors to the campus.
• To EP’s values and regulations, including equal opportunities policy.
• EP’s Social, Economic and Environmental responsibilities and minimize environmental impact in the performance of the role and actively contribute to the delivery of EP’s Environmental Policy.

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Other duties, responsibilities and activities may change or be assigned.

English Path is committed to safeguarding and promoting the welfare of young people and vulnerable adults. We expect all staff and volunteers to share this commitment. We are fully committed to ensuring that consistent effective safeguarding procedures are in place to support everyone at the school. Before interview, all gaps in CVs must be explained satisfactorily and proof of identity and, where applicable, qualifications will be required. Appropriate suitability checks will be required prior to confirmation of employment. All concerns are passed to our Designated Safeguarding Lead.